SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 37 records in this selection sit outside that — quotes, projects and planned installs, plus 18 calls billed time and materials. They stay visible for volume context.
Service performance
97 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.3%
13 call(s) over the 8-hour target
First-time fix
81.3%
Where the source records the field
Volume
Contract calls
97
134 calls logged in the period
Off contract
18
£5,277.75 chargeable
Open / closed
3 / 131
Across the selected period
Data-quality gaps
2
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
97
records
- Email14
- Microsoft 36514
- Hardware11
- Line of business app10
- User admin10
- Network10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 97 | 5.74 hr | 86.3% | 13 | 37 |
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 | 13 | 1.98 hr | 92% | 1 |
| Stacey Thomas | 12 | 9.35 hr | 83% | 2 |
| Anne-Marie Cable | 10 | 2.03 hr | 100% | 0 |
| (Not recorded) | 9 | 3.37 hr | 89% | 1 |
| Chloe Dempsey | 9 | 6.49 hr | 89% | 1 |
| Rachael Parkin | 9 | 18.14 hr | 89% | 1 |
| Kelly Gregory | 9 | 2.71 hr | 100% | 0 |
| Aiden Higgins | 7 | 3.12 hr | 86% | 1 |
| Daniel Blacker | 5 | 7.44 hr | 50% | 2 |
| Damian Armstrong | 4 | 2.93 hr | 100% | 0 |
| Julie Herbert | 4 | 1.39 hr | 100% | 0 |
| Phil Jenkins | 3 | 10.26 hr | 0% | 3 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 140.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301672 | Rachael Parkin | Samsung Galaxy S23 | 2026-01-22 16:11 | 148.81 hr | +140.8 | SE | Restore request |
| 301725 | Stacey Thomas | Apple iPhone 14 | 2026-04-22 13:10 | 52.29 hr | +44.3 | BK | Phishing report triage |
| 301666 | Stacey Thomas | Netgear GS724T | 2026-01-13 11:08 | 36.54 hr | +28.5 | AB | Spoofed email reported |
| 301741 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-05-22 11:43 | 28.42 hr | +20.4 | KB | Leaver process |
| 301776 | Daniel Blacker | Apple MacBook Pro 14 | 2026-07-22 12:31 | 14.80 hr | +6.8 | SE | Licence renewal |
| 301735 | Daniel Blacker | HP EliteBook 840 G9 | 2026-05-11 10:32 | 13.92 hr | +5.9 | ML | New printer driver rollout |
| 301736 | Phil Jenkins | Ubiquiti U6-Pro | 2026-05-13 17:39 | 11.35 hr | +3.4 | AB | Endpoint alert investigation |
| 301768 | Barry Ebbs | HP ProBook 450 G6 | 2026-07-14 17:56 | 11.22 hr | +3.2 | ML | Permission change |
| 301669 | Aiden Higgins | Aruba AP-515 | 2026-01-16 12:09 | 10.98 hr | +3.0 | TAG | Backup job failed |
| 301744 | Phil Jenkins | Samsung Galaxy S23 | 2026-05-28 15:04 | 10.16 hr | +2.2 | SE | Slow VPN |
| 301688 | Phil Jenkins | Apple iPhone 12 | 2026-02-16 13:34 | 9.26 hr | +1.3 | SE | Outlook not syncing |
| 301730 | Karen Taylor | Apple iPhone 14 | 2026-05-05 17:35 | 9.11 hr | +1.1 | AB | Restore request |
| 301748 | (Not recorded) | Apple MacBook Pro 14 | 2026-06-04 10:23 | 8.01 hr | +0.0 | AB | Application crash on launch |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | Email / Microsoft 365 | 4 | 10 Jan 2026 – 07 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 01 Apr 2026 – 22 Jun 2026 |
| Stacey Thomas | Printing | 3 | 08 Jan 2026 – 20 Apr 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 13 Jan 2026 – 08 May 2026 |
| Rachael Parkin | Backup / restore | 3 | 22 Jan 2026 – 31 Jul 2026 |
| Aiden Higgins | Email / Microsoft 365 | 3 | 09 Feb 2026 – 15 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 3 | 10 Mar 2026 – 18 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 11 Mar 2026 – 05 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 03 Feb 2026 – 21 Aug 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 4 | 18 Mar 2026 – 26 Jun 2026 |
| Netgear GS724T | Email / Microsoft 365 | 3 | 13 Jan 2026 – 22 Jun 2026 |
| Samsung Galaxy S23 | Hardware | 3 | 10 Feb 2026 – 06 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 30 Apr 2026 – 07 Jul 2026 |
| Apple MacBook Pro 14 | Line of business app | 3 | 04 Jun 2026 – 09 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
134 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| RIC935-100398 | 25 Aug 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 0.58 hr | 2.5 days | Met |
| RIC935-100397 | 24 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | In Progress | — | — | n/a |
| RIC935-100396 | 21 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 4.02 hr | 1.6 days | Met |
| RIC935-100395 | 19 Aug 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Resolved | 0.08 hr | 1.7 days | Met |
| RIC935-100394 | 13 Aug 2026 | Incident · excluded | Toner replacement Printing · TAG · Remote | P3 | Closed | — | — | n/a |
| RIC935-100393 | 12 Aug 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| RIC935-100392 | 09 Aug 2026 | Incident | Report not generating Line of business app · KB · Site 2 | P2 | Resolved | 3.53 hr | 12.3 hr | Met |
| RIC935-100391 | 07 Aug 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Resolved | 5.15 hr | 2.3 days | Met |
| RIC935-100390 | 06 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 0.59 hr | 8.2 hr | Met |
| RIC935-100389 | 05 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Closed | 1.00 hr | 2.3 days | Met |
| RIC935-100388 | 04 Aug 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 0.22 hr | 1.1 days | Met |
| RIC935-100387 | 03 Aug 2026 | Incident | Database timeout Line of business app · SE · Remote | P3 | Closed | 0.23 hr | 1.4 days | Met |
| RIC935-100386 | 31 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 0.75 hr | 1.8 days | Met |
| RIC935-100385 | 29 Jul 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 3.26 hr | 3.1 hr | Met |
| RIC935-100384 | 28 Jul 2026 | Change | Name change request User admin · ML · Head Office | P3 | Closed | 0.39 hr | 1.9 days | Met |
| RIC935-100383 | 27 Jul 2026 | Project · excluded | Permission change User admin · SE · Head Office | P2 | Resolved | — | — | n/a |
| RIC935-100382 | 24 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P4 | Closed | 5.48 hr | 1.8 days | Met |
| RIC935-100381 | 22 Jul 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | 14.80 hr | 1.6 days | Missed |
| RIC935-100380 | 21 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 0.86 hr | 1.1 days | Met |
| RIC935-100379 | 20 Jul 2026 | Project · excluded | Mailbox delegation Email · KB · Remote | P4 | In Progress | — | — | n/a |
| RIC935-100378 | 19 Jul 2026 | Service Request | Permission change User admin · KB · Remote | P3 | Closed | 0.23 hr | 10.9 hr | Met |
| RIC935-100377 | 18 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Resolved | 0.45 hr | 10.6 hr | Met |
| RIC935-100376 | 17 Jul 2026 | Service Request | Message quarantined Email · BK · Remote | P3 | Closed | 5.30 hr | 1.6 days | Met |
| RIC935-100375 | 16 Jul 2026 | Planned Install · excluded | Screen flickering Hardware · BK · Head Office | P4 | In Progress | — | — | n/a |
| RIC935-100374 | 15 Jul 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Resolved | 4.19 hr | 22.8 hr | Met |
| RIC935-100373 | 14 Jul 2026 | Service Request | Permission change User admin · ML · Site 2 | P3 | Closed | 11.22 hr | 20.9 hr | Missed |
| RIC935-100372 | 13 Jul 2026 | Incident · excluded | New printer driver rollout Printing · ML · Remote | P4 | Closed | — | — | n/a |
| RIC935-100371 | 10 Jul 2026 | Quote · excluded | Backup capacity review Backup · SE · Site 2 | P3 | Resolved | — | — | n/a |
| RIC935-100370 | 09 Jul 2026 | Planned Install · excluded | Docking station not detected Hardware · ML · Remote | P4 | Closed | — | — | n/a |
| RIC935-100369 | 07 Jul 2026 | Service Request | Message quarantined Email · AB · Remote | P2 | Resolved | 4.61 hr | 3.0 hr | Met |
| RIC935-100368 | 06 Jul 2026 | Project · excluded | Leaver process User admin · KB · Head Office | P4 | Resolved | — | — | n/a |
| RIC935-100367 | 03 Jul 2026 | Service Request | Site offline Network · ML · Head Office | P1 | Closed | 0.35 hr | 1.5 hr | Met |
| RIC935-100366 | 02 Jul 2026 | Incident | Report not generating Line of business app · TAG · Site 2 | P3 | Closed | 3.45 hr | 21.1 hr | Met |
| RIC935-100365 | 29 Jun 2026 | Incident · excluded | Spoofed email reported Email · TAG · Branch | P2 | Closed | — | — | n/a |
| RIC935-100364 | 26 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 4.64 hr | 1.5 days | Met |
| RIC935-100363 | 24 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 2.95 hr | 5.3 hr | Met |
| RIC935-100362 | 22 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 0.80 hr | 8.9 hr | Met |
| RIC935-100361 | 18 Jun 2026 | Incident | Docking station not detected Hardware · BK · Branch | P3 | Closed | 4.39 hr | 1.5 days | Met |
| RIC935-100360 | 17 Jun 2026 | Planned Install · excluded | Printer offline Printing · TAG · Remote | P4 | Resolved | — | — | n/a |
| RIC935-100359 | 15 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Remote | P4 | Closed | 0.06 hr | 20.1 hr | Met |
| RIC935-100358 | 11 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | 3.35 hr | 2.5 days | Met |
| RIC935-100357 | 10 Jun 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P1 | Closed | 0.62 hr | 11.0 hr | Met |
| RIC935-100356 | 09 Jun 2026 | Change | Switch port fault Network · ML · Remote | P4 | Closed | 0.93 hr | 3.4 hr | Met |
| RIC935-100355 | 08 Jun 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Resolved | 6.28 hr | 17.0 hr | Met |
| RIC935-100354 | 05 Jun 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Site 2 | P3 | Resolved | — | — | n/a |
| RIC935-100353 | 04 Jun 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 8.01 hr | 20.0 hr | Missed |
| RIC935-100352 | 03 Jun 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| RIC935-100351 | 01 Jun 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| RIC935-100350 | 29 May 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P2 | Closed | 0.38 hr | 1.1 days | Met |
| RIC935-100349 | 28 May 2026 | Service Request | Slow VPN Network · SE · Head Office | P4 | Resolved | 10.16 hr | 1.1 days | Missed |
| RIC935-100348 | 26 May 2026 | Quote · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| RIC935-100347 | 25 May 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Remote | P3 | Closed | — | — | n/a |
| RIC935-100346 | 22 May 2026 | Incident | Leaver process User admin · KB · Head Office | P2 | Closed | 28.42 hr | 19.1 hr | Missed |
| RIC935-100345 | 21 May 2026 | Incident | Message quarantined Email · KB · Head Office | P1 | Closed | 0.52 hr | 10.3 hr | Met |
| RIC935-100344 | 20 May 2026 | Service Request | Screen flickering Hardware · KB · Branch | P4 | Closed | 0.88 hr | 10.0 hr | Met |
| RIC935-100343 | 18 May 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 4.31 hr | 1.8 days | Met |
| RIC935-100342 | 15 May 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | 0.22 hr | 1.0 days | Met |
| RIC935-100341 | 13 May 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P4 | Resolved | 11.35 hr | 1.5 days | Missed |
| RIC935-100340 | 11 May 2026 | Change | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 13.92 hr | 12.0 hr | Missed |
| RIC935-100339 | 10 May 2026 | Change | Replacement keyboard Hardware · AB · Remote | P2 | Closed | 1.27 hr | 2.1 days | Met |
| RIC935-100338 | 08 May 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | 6.44 hr | 1.1 days | Met |
| RIC935-100337 | 07 May 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 1.25 hr | 1.6 days | Met |
| RIC935-100336 | 06 May 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| RIC935-100335 | 05 May 2026 | Service Request | Restore request Backup · AB · Branch | P3 | Resolved | 9.11 hr | 14.9 hr | Missed |
| RIC935-100334 | 04 May 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 0.80 hr | 1.7 days | Met |
| RIC935-100333 | 01 May 2026 | Planned Install · excluded | Retention change Backup · KB · Head Office | P2 | Resolved | — | — | n/a |
| RIC935-100332 | 30 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 0.93 hr | 1.7 days | Met |
| RIC935-100331 | 29 Apr 2026 | Change | Retention change Backup · ML · Head Office | P3 | Closed | 5.23 hr | 1.8 days | Met |
| RIC935-100330 | 22 Apr 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 52.29 hr | 2.0 days | Missed |
| RIC935-100329 | 20 Apr 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 3.68 hr | 4.6 hr | Met |
| RIC935-100328 | 19 Apr 2026 | Incident · excluded | Docking station not detected Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| RIC935-100327 | 17 Apr 2026 | Service Request · excluded | New extension setup Telephony · SE · Branch | P3 | Resolved | — | — | n/a |
| RIC935-100326 | 14 Apr 2026 | Incident | Leaver process User admin · ML · Remote | P3 | Resolved | 3.08 hr | 1.6 days | Met |
| RIC935-100325 | 13 Apr 2026 | Change | Scan to email failing Printing · BK · Remote | P4 | Resolved | 1.69 hr | 5.2 hr | Met |
| RIC935-100324 | 10 Apr 2026 | Service Request · excluded | Backup job failed Backup · AB · Branch | P3 | Closed | — | — | n/a |
| RIC935-100323 | 08 Apr 2026 | Service Request | Retention change Backup · SE · Head Office | P2 | Resolved | 0.86 hr | 2.4 days | Met |
| RIC935-100322 | 07 Apr 2026 | Service Request | New extension setup Telephony · SE · Head Office | P3 | Resolved | 3.45 hr | 2.3 days | Met |
| RIC935-100321 | 06 Apr 2026 | Quote · excluded | Backup capacity review Backup · BK · Remote | P3 | Closed | — | — | n/a |
| RIC935-100320 | 03 Apr 2026 | Incident · excluded | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | — | — | n/a |
| RIC935-100319 | 01 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.11 hr | 1.7 days | Met |
| RIC935-100318 | 31 Mar 2026 | Service Request · excluded | New printer driver rollout Printing · ML · Branch | P3 | Resolved | — | — | n/a |
| RIC935-100317 | 30 Mar 2026 | Incident · excluded | Distribution list change Email · AB · Head Office | P3 | Closed | — | — | n/a |
| RIC935-100316 | 25 Mar 2026 | Incident | Backup capacity review Backup · BK · Head Office | P1 | Closed | 0.96 hr | 3.7 hr | Met |
| RIC935-100315 | 24 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Closed | 0.20 hr | 1.4 days | Met |
| RIC935-100314 | 23 Mar 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Resolved | — | — | n/a |
| RIC935-100313 | 20 Mar 2026 | Quote · excluded | Switch port fault Network · ML · Remote | P4 | Closed | — | — | n/a |
| RIC935-100312 | 19 Mar 2026 | Incident | MFA reset Security · TAG · Branch | P3 | Closed | 0.17 hr | 2.4 days | Met |
| RIC935-100311 | 18 Mar 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Resolved | — | — | n/a |
| RIC935-100310 | 17 Mar 2026 | Incident | Report not generating Line of business app · SE · Remote | P3 | Closed | 0.08 hr | 1.4 days | Met |
| RIC935-100309 | 12 Mar 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| RIC935-100308 | 11 Mar 2026 | Service Request | Message quarantined Email · BK · Head Office | P2 | Resolved | 1.45 hr | 2.1 days | Met |
| RIC935-100307 | 10 Mar 2026 | Incident | Message quarantined Email · TAG · Head Office | P4 | Closed | 1.37 hr | 18.2 hr | Met |
| RIC935-100306 | 06 Mar 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Closed | 4.17 hr | 7.2 hr | Met |
| RIC935-100305 | 05 Mar 2026 | Service Request | Backup capacity review Backup · TAG · Site 2 | P3 | Closed | 0.16 hr | 20.9 hr | Met |
| RIC935-100304 | 03 Mar 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Closed | 5.00 hr | 2.3 days | Met |
| RIC935-100303 | 02 Mar 2026 | Project · excluded | Leaver process User admin · AB · Site 2 | P4 | Closed | — | — | n/a |
| RIC935-100302 | 27 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 4.84 hr | 2.5 days | Met |
| RIC935-100301 | 26 Feb 2026 | Service Request · excluded | Retention change Backup · SE · Branch | P3 | Closed | — | — | n/a |
| RIC935-100300 | 24 Feb 2026 | Incident | Message quarantined Email · KB · Remote | P3 | Closed | 5.88 hr | 21.7 hr | Met |
| RIC935-100299 | 23 Feb 2026 | Change | Docking station not detected Hardware · KB · Remote | P3 | Resolved | 5.12 hr | 1.6 days | Met |
| RIC935-100298 | 21 Feb 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 3.06 hr | 14.0 hr | Met |
| RIC935-100297 | 20 Feb 2026 | Service Request · excluded | Docking station not detected Hardware · KB · Remote | P4 | Closed | — | — | n/a |
| RIC935-100296 | 19 Feb 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Closed | 1.10 hr | 2.5 days | Met |
| RIC935-100295 | 18 Feb 2026 | Incident | Toner replacement Printing · BK · Remote | P3 | Closed | 4.90 hr | 5.3 hr | Met |
| RIC935-100294 | 17 Feb 2026 | Incident | Slow VPN Network · SE · Branch | P4 | Closed | 1.17 hr | 1.6 days | Met |
| RIC935-100293 | 16 Feb 2026 | Change | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 9.26 hr | 1.2 days | Missed |
| RIC935-100292 | 13 Feb 2026 | Incident · excluded | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| RIC935-100291 | 12 Feb 2026 | Incident | Mailbox delegation Email · KB · Head Office | P4 | Closed | 1.43 hr | 2.0 days | Met |
| RIC935-100290 | 11 Feb 2026 | Incident | New starter setup User admin · AB · Remote | P4 | Resolved | 1.11 hr | 17.3 hr | Met |
| RIC935-100289 | 10 Feb 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 4.13 hr | 2.1 days | Met |
| RIC935-100288 | 09 Feb 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 0.99 hr | 1.4 days | Met |
| RIC935-100287 | 06 Feb 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Closed | 0.30 hr | 1.2 days | Met |
| RIC935-100286 | 04 Feb 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 0.38 hr | 0.8 hr | Met |
| RIC935-100285 | 03 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 3.24 hr | 2.1 days | Met |
| RIC935-100284 | 02 Feb 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Closed | 1.41 hr | 2.3 days | Met |
| RIC935-100283 | 30 Jan 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 1.04 hr | 1.5 days | Met |
| RIC935-100282 | 29 Jan 2026 | Incident | Retention change Backup · BK · Branch | P3 | Resolved | 0.87 hr | 1.5 days | Met |
| RIC935-100281 | 28 Jan 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Branch | P4 | Closed | 5.55 hr | 1.1 days | Met |
| RIC935-100280 | 26 Jan 2026 | Service Request | Scan to email failing Printing · KB · Remote | P3 | Closed | 0.92 hr | 2.5 days | Met |
| RIC935-100279 | 25 Jan 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 2.91 hr | 11.2 hr | Met |
| RIC935-100278 | 23 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| RIC935-100277 | 22 Jan 2026 | Incident | Restore request Backup · SE · Head Office | P2 | Closed | 148.81 hr | 1.1 days | Missed |
| RIC935-100276 | 21 Jan 2026 | Service Request · excluded | Slow VPN Network · KB · Remote | P4 | Closed | — | — | n/a |
| RIC935-100275 | 19 Jan 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| RIC935-100274 | 16 Jan 2026 | Incident | Backup job failed Backup · TAG · Remote | P3 | Closed | 10.98 hr | 2.5 days | Missed |
| RIC935-100273 | 15 Jan 2026 | Incident | New extension setup Telephony · TAG · Site 2 | P2 | Closed | 2.52 hr | 18.3 hr | Met |
| RIC935-100272 | 14 Jan 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 5.16 hr | 12.6 hr | Met |
| RIC935-100271 | 13 Jan 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 36.54 hr | 10.4 hr | Missed |
| RIC935-100270 | 10 Jan 2026 | Incident | Mailbox delegation Email · KB · Branch | P2 | Closed | 1.34 hr | 1.4 days | Met |
| RIC935-100269 | 08 Jan 2026 | Service Request | Toner replacement Printing · ML · Site 2 | P3 | Closed | 1.43 hr | 12.0 hr | Met |
| RIC935-100268 | 06 Jan 2026 | Incident | Suspicious sign-in review Security · ML · Site 2 | P4 | Resolved | 1.07 hr | 1.8 days | Met |
| RIC935-100267 | 05 Jan 2026 | Project · excluded | Phishing report triage Security · ML · Head Office | P2 | Resolved | — | — | n/a |
| RIC935-100266 | 02 Jan 2026 | Quote · excluded | Message quarantined Email · KB · Remote | P3 | Closed | — | — | n/a |
| RIC935-100265 | 01 Jan 2026 | Change | Application crash on launch Line of business app · ML · Remote | P4 | Closed | 0.36 hr | 2.2 days | 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.