SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 43 records in this selection sit outside that — quotes, projects and planned installs, plus 20 calls billed time and materials. They stay visible for volume context.
Service performance
85 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.8%
9 call(s) over the 8-hour target
First-time fix
72.6%
Where the source records the field
Volume
Contract calls
85
128 calls logged in the period
Off contract
20
£6,348.75 chargeable
Open / closed
4 / 124
Across the selected period
Data-quality gaps
5
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
85
records
- Network14
- Printing13
- Backup12
- User admin10
- Email9
- Security8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 85 | 4.22 hr | 88.8% | 9 | 43 |
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 | 14 | 4.25 hr | 79% | 3 |
| (Not recorded) | 11 | 1.09 hr | 100% | 0 |
| Anne-Marie Cable | 11 | 3.15 hr | 90% | 1 |
| Kelly Gregory | 9 | 4.71 hr | 89% | 1 |
| Stacey Thomas | 8 | 0.93 hr | 100% | 0 |
| Barry Ebbs | 7 | 12.07 hr | 83% | 1 |
| Daniel Blacker | 6 | 2.89 hr | 83% | 1 |
| Damian Armstrong | 6 | 11.16 hr | 75% | 1 |
| Rachael Parkin | 5 | 2.55 hr | 100% | 0 |
| Aiden Higgins | 3 | 4.56 hr | 100% | 0 |
| Phil Jenkins | 2 | 1.48 hr | 100% | 0 |
| Julie Herbert | 2 | 10.91 hr | 50% | 1 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 55.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305901 | Barry Ebbs | HP ProBook 450 G6 | 2026-07-21 16:23 | 63.94 hr | +55.9 | ML | Database timeout |
| 305911 | Damian Armstrong | Dell OptiPlex 7010 | 2026-08-07 15:39 | 39.77 hr | +31.8 | KB | Distribution list change |
| 305870 | Kelly Gregory | Dell Latitude 5440 | 2026-05-19 10:17 | 29.07 hr | +21.1 | BK | Spoofed email reported |
| 305871 | Karen Taylor | Dell OptiPlex 7010 | 2026-05-20 15:26 | 26.85 hr | +18.9 | ML | Backup capacity review |
| 305865 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-05-07 11:45 | 18.80 hr | +10.8 | SE | New starter setup |
| 305817 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-16 08:14 | 11.53 hr | +3.5 | AB | Database timeout |
| 305836 | Karen Taylor | HPE ProLiant DL360 Gen9 | 2026-03-19 14:12 | 10.59 hr | +2.6 | SE | Site offline |
| 305861 | Daniel Blacker | Samsung Galaxy A54 | 2026-05-01 11:20 | 9.03 hr | +1.0 | SE | Restore request |
| 305813 | Karen Taylor | Dell Latitude 5440 | 2026-02-08 15:50 | 8.71 hr | +0.7 | TAG | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 5 | 06 Feb 2026 – 31 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 19 Jan 2026 – 11 Aug 2026 |
| Stacey Thomas | Printing | 3 | 02 Jan 2026 – 19 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 28 Jan 2026 – 19 May 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 05 Mar 2026 – 23 Apr 2026 |
| Daniel Blacker | Backup / restore | 3 | 01 May 2026 – 10 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Monitoring / server / security | 3 | 19 Jan 2026 – 31 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 23 Feb 2026 – 11 May 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 18 Mar 2026 – 28 Jul 2026 |
| Dell Latitude E7470 | Backup / restore | 3 | 25 Mar 2026 – 01 Jul 2026 |
| HP EliteBook 840 G9 | User administration | 3 | 29 Apr 2026 – 08 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
128 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ROT586-100395 | 24 Aug 2026 | Change | Leaver process User admin · TAG · Head Office | P1 | Closed | 1.60 hr | 15.9 hr | Met |
| ROT586-100394 | 21 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P2 | In Progress | — | — | n/a |
| ROT586-100393 | 19 Aug 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 1.08 hr | 2.2 days | Met |
| ROT586-100392 | 18 Aug 2026 | Change | New printer driver rollout Printing · KB · Remote | P1 | Closed | 0.35 hr | 9.4 hr | Met |
| ROT586-100391 | 17 Aug 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 0.55 hr | 2.5 days | Met |
| ROT586-100390 | 14 Aug 2026 | Planned Install · excluded | Message quarantined Email · AB · Remote | P3 | In Progress | — | — | n/a |
| ROT586-100389 | 13 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P2 | Resolved | 0.31 hr | 1.9 hr | Met |
| ROT586-100388 | 12 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 3.76 hr | 1.5 days | Met |
| ROT586-100387 | 11 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 3.50 hr | 1.3 days | Met |
| ROT586-100386 | 10 Aug 2026 | Incident | Restore request Backup · TAG · Site 2 | P3 | Closed | 1.71 hr | 17.2 hr | Met |
| ROT586-100385 | 07 Aug 2026 | Incident | Distribution list change Email · KB · Remote | P4 | Resolved | 39.77 hr | 2.4 days | Missed |
| ROT586-100384 | 06 Aug 2026 | Incident · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ROT586-100383 | 05 Aug 2026 | Project · excluded | Distribution list change Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| ROT586-100382 | 04 Aug 2026 | Incident · excluded | Licence renewal Line of business app · BK · Branch | P2 | Closed | — | — | n/a |
| ROT586-100381 | 03 Aug 2026 | Service Request | Backup capacity review Backup · TAG · Remote | P3 | Closed | 0.52 hr | 2.1 days | Met |
| ROT586-100380 | 31 Jul 2026 | Service Request | MFA reset Security · KB · Branch | P3 | Resolved | 2.30 hr | 1.8 days | Met |
| ROT586-100379 | 28 Jul 2026 | Change | Spoofed email reported Email · AB · Head Office | P3 | Closed | 0.12 hr | 2.0 days | Met |
| ROT586-100378 | 25 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P2 | Open | — | — | n/a |
| ROT586-100377 | 23 Jul 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Closed | 4.27 hr | 22.0 hr | Met |
| ROT586-100376 | 22 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P4 | Closed | 1.43 hr | 1.8 days | Met |
| ROT586-100375 | 21 Jul 2026 | Incident | Database timeout Line of business app · ML · Remote | P4 | Closed | 63.94 hr | 1.4 days | Missed |
| ROT586-100374 | 20 Jul 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Remote | P2 | In Progress | — | — | n/a |
| ROT586-100373 | 17 Jul 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P4 | Closed | 5.31 hr | 1.8 days | Met |
| ROT586-100372 | 16 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · AB · Site 2 | P3 | Resolved | — | — | n/a |
| ROT586-100371 | 14 Jul 2026 | Incident · excluded | Distribution list change Email · BK · Remote | P4 | Closed | — | — | n/a |
| ROT586-100370 | 13 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 0.57 hr | 8.1 hr | Met |
| ROT586-100369 | 10 Jul 2026 | Project · excluded | New extension setup Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100368 | 09 Jul 2026 | Quote · excluded | Report not generating Line of business app · KB · Remote | P3 | Resolved | — | — | n/a |
| ROT586-100367 | 08 Jul 2026 | Service Request | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100366 | 07 Jul 2026 | Incident · excluded | New printer driver rollout Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| ROT586-100365 | 02 Jul 2026 | Incident | New starter setup User admin · BK · Head Office | P3 | Closed | 1.48 hr | 1.8 days | Met |
| ROT586-100364 | 01 Jul 2026 | Change | Backup job failed Backup · AB · Remote | P3 | Resolved | 1.27 hr | 9.9 hr | Met |
| ROT586-100363 | 30 Jun 2026 | Service Request | Restore request Backup · TAG · Head Office | P4 | Resolved | 4.13 hr | 13.5 hr | Met |
| ROT586-100362 | 29 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Remote | P3 | Closed | 0.48 hr | 2.3 days | Met |
| ROT586-100361 | 26 Jun 2026 | Service Request | Slow VPN Network · KB · Branch | P3 | Resolved | 5.30 hr | 2.1 days | Met |
| ROT586-100360 | 25 Jun 2026 | Quote · excluded | Toner replacement Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100359 | 24 Jun 2026 | Incident · excluded | Site offline Network · BK · Site 2 | P4 | Resolved | — | — | n/a |
| ROT586-100358 | 17 Jun 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | 0.52 hr | 12.4 hr | Met |
| ROT586-100357 | 16 Jun 2026 | Incident · excluded | Scan to email failing Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100356 | 15 Jun 2026 | Incident | Site offline Network · AB · Branch | P2 | Closed | 1.39 hr | 2.2 days | Met |
| ROT586-100355 | 12 Jun 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Closed | 2.19 hr | 2.4 days | Met |
| ROT586-100354 | 09 Jun 2026 | Project · excluded | New printer driver rollout Printing · KB · Head Office | P1 | Closed | — | — | n/a |
| ROT586-100353 | 08 Jun 2026 | Incident | New starter setup User admin · BK · Remote | P3 | Resolved | 3.01 hr | 1.5 hr | Met |
| ROT586-100352 | 04 Jun 2026 | Incident · excluded | New printer driver rollout Printing · ML · Remote | P2 | Closed | — | — | n/a |
| ROT586-100351 | 29 May 2026 | Service Request · excluded | New printer driver rollout Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100350 | 28 May 2026 | Incident · excluded | Scan to email failing Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100349 | 27 May 2026 | Incident | Backup job failed Backup · SE · Remote | P3 | Resolved | 1.12 hr | 2.5 days | Met |
| ROT586-100348 | 26 May 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Resolved | 2.78 hr | 1.9 days | Met |
| ROT586-100347 | 22 May 2026 | Incident | Toner replacement Printing · AB · Head Office | P4 | Closed | 1.27 hr | 2.0 days | Met |
| ROT586-100346 | 21 May 2026 | Change | Leaver process User admin · ML · Head Office | P3 | Resolved | 1.27 hr | 22.2 hr | Met |
| ROT586-100345 | 20 May 2026 | Service Request | Backup capacity review Backup · ML · Branch | P2 | Resolved | 26.85 hr | 3.3 hr | Missed |
| ROT586-100344 | 19 May 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P2 | Closed | 29.07 hr | 7.3 hr | Missed |
| ROT586-100343 | 16 May 2026 | Change | Message quarantined Email · KB · Head Office | P4 | Closed | — | — | n/a |
| ROT586-100342 | 14 May 2026 | Incident | Licence renewal Line of business app · TAG · Remote | P4 | Closed | 0.43 hr | 1.2 days | Met |
| ROT586-100341 | 13 May 2026 | Change | New starter setup User admin · SE · Branch | P3 | Closed | 1.35 hr | 17.2 hr | Met |
| ROT586-100340 | 11 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 0.69 hr | 10.4 hr | Met |
| ROT586-100339 | 07 May 2026 | Incident | New starter setup User admin · SE · Branch | P4 | Closed | 18.80 hr | 1.3 days | Missed |
| ROT586-100338 | 05 May 2026 | Planned Install · excluded | Backup capacity review Backup · KB · Remote | P1 | Resolved | — | — | n/a |
| ROT586-100337 | 04 May 2026 | Project · excluded | Slow VPN Network · TAG · Head Office | P1 | Closed | — | — | n/a |
| ROT586-100336 | 03 May 2026 | Incident | Mailbox delegation Email · BK · Remote | P4 | Closed | 0.87 hr | 3.9 hr | Met |
| ROT586-100335 | 01 May 2026 | Change | Restore request Backup · SE · Branch | P4 | Resolved | 9.03 hr | 5.7 hr | Missed |
| ROT586-100334 | 29 Apr 2026 | Incident | Name change request User admin · ML · Remote | P3 | Resolved | 0.16 hr | 10.8 hr | Met |
| ROT586-100333 | 28 Apr 2026 | Service Request · excluded | Switch port fault Network · BK · Head Office | P4 | Closed | — | — | n/a |
| ROT586-100332 | 27 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | Closed | — | — | n/a |
| ROT586-100331 | 24 Apr 2026 | Incident | Toner replacement Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| ROT586-100330 | 23 Apr 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P4 | Resolved | 0.67 hr | 1.5 days | Met |
| ROT586-100329 | 22 Apr 2026 | Service Request · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100328 | 21 Apr 2026 | Change | Suspicious sign-in review Security · BK · Head Office | P3 | Resolved | 0.75 hr | 20.1 hr | Met |
| ROT586-100327 | 20 Apr 2026 | Service Request | Printer offline Printing · AB · Site 2 | P2 | Resolved | 0.76 hr | 1.7 days | Met |
| ROT586-100326 | 17 Apr 2026 | Planned Install · excluded | Suspicious sign-in review Security · SE · Site 2 | P2 | Closed | — | — | n/a |
| ROT586-100325 | 16 Apr 2026 | Change | Switch port fault Network · SE · Remote | P4 | Closed | 1.25 hr | 2.1 days | Met |
| ROT586-100324 | 15 Apr 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Closed | 0.80 hr | 1.1 days | Met |
| ROT586-100323 | 14 Apr 2026 | Change | Scan to email failing Printing · BK · Head Office | P2 | Closed | 4.67 hr | 1.6 days | Met |
| ROT586-100322 | 13 Apr 2026 | Project · excluded | Message quarantined Email · ML · Branch | P3 | Resolved | — | — | n/a |
| ROT586-100321 | 10 Apr 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| ROT586-100320 | 09 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Remote | P3 | Resolved | — | — | n/a |
| ROT586-100319 | 03 Apr 2026 | Incident | Slow VPN Network · SE · Branch | P3 | Closed | 3.81 hr | 2.0 days | Met |
| ROT586-100318 | 02 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P4 | Closed | 5.01 hr | 2.1 days | Met |
| ROT586-100317 | 01 Apr 2026 | Incident · excluded | Switch port fault Network · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ROT586-100316 | 31 Mar 2026 | Change | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 4.14 hr | 2.4 days | Met |
| ROT586-100315 | 30 Mar 2026 | Quote · excluded | Name change request User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100314 | 26 Mar 2026 | Quote · excluded | Toner replacement Printing · AB · Head Office | P2 | Closed | — | — | n/a |
| ROT586-100313 | 25 Mar 2026 | Incident | Retention change Backup · ML · Branch | P4 | Resolved | 0.74 hr | 16.7 hr | Met |
| ROT586-100312 | 24 Mar 2026 | Service Request | Restore request Backup · BK · Branch | P3 | Resolved | 1.05 hr | 1.8 days | Met |
| ROT586-100311 | 23 Mar 2026 | Service Request | Suspicious sign-in review Security · TAG · Remote | P3 | Resolved | 0.86 hr | 20.3 hr | Met |
| ROT586-100310 | 19 Mar 2026 | Service Request | Site offline Network · SE · Head Office | P3 | Resolved | 10.59 hr | 1.3 days | Missed |
| ROT586-100309 | 18 Mar 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Closed | 0.19 hr | 1.7 days | Met |
| ROT586-100308 | 17 Mar 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Closed | — | — | n/a |
| ROT586-100307 | 16 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Branch | P2 | Closed | — | — | n/a |
| ROT586-100306 | 15 Mar 2026 | Service Request | Phishing report triage Security · KB · Head Office | P4 | Resolved | 1.21 hr | 20.5 hr | Met |
| ROT586-100305 | 13 Mar 2026 | Change | Slow VPN Network · BK · Head Office | P3 | Resolved | 3.61 hr | 6.4 hr | Met |
| ROT586-100304 | 12 Mar 2026 | Change · excluded | Retention change Backup · KB · Site 2 | P3 | Closed | — | — | n/a |
| ROT586-100303 | 11 Mar 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 0.79 hr | 1.9 days | Met |
| ROT586-100302 | 09 Mar 2026 | Service Request | Mailbox delegation Email · TAG · Remote | P3 | Closed | 0.72 hr | 1.8 days | Met |
| ROT586-100301 | 05 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.73 hr | 1.1 days | Met |
| ROT586-100300 | 04 Mar 2026 | Project · excluded | Site offline Network · AB · Head Office | P4 | Resolved | — | — | n/a |
| ROT586-100299 | 03 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Remote | P4 | Closed | 0.63 hr | 6.4 hr | Met |
| ROT586-100298 | 02 Mar 2026 | Service Request | Toner replacement Printing · AB · Head Office | P2 | Closed | 0.39 hr | 1.2 hr | Met |
| ROT586-100297 | 27 Feb 2026 | Quote · excluded | New starter setup User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100296 | 24 Feb 2026 | Service Request | Permission change User admin · BK · Head Office | P2 | Resolved | 3.01 hr | 2.0 days | Met |
| ROT586-100295 | 23 Feb 2026 | Change | Site offline Network · BK · Head Office | P3 | Resolved | 1.69 hr | 2.1 days | Met |
| ROT586-100294 | 20 Feb 2026 | Service Request | Replacement keyboard Hardware · AB · Remote | P4 | Resolved | 0.42 hr | 1.7 days | Met |
| ROT586-100293 | 19 Feb 2026 | Incident | Phishing report triage Security · ML · Head Office | P2 | Closed | 5.28 hr | 1.7 days | Met |
| ROT586-100292 | 17 Feb 2026 | Project · excluded | Spoofed email reported Email · AB · Branch | P3 | Resolved | — | — | n/a |
| ROT586-100291 | 16 Feb 2026 | Incident | Database timeout Line of business app · AB · Branch | P4 | Closed | 11.53 hr | 20.1 hr | Missed |
| ROT586-100290 | 12 Feb 2026 | Change · excluded | Report not generating Line of business app · SE · Head Office | P1 | Resolved | — | — | n/a |
| ROT586-100289 | 11 Feb 2026 | Service Request | Report not generating Line of business app · AB · Branch | P4 | Resolved | 0.91 hr | 2.1 days | Met |
| ROT586-100288 | 10 Feb 2026 | Quote · excluded | Name change request User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| ROT586-100287 | 08 Feb 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 8.71 hr | 0.5 hr | Missed |
| ROT586-100286 | 06 Feb 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P4 | Closed | 0.32 hr | 2.5 hr | Met |
| ROT586-100285 | 05 Feb 2026 | Change | Name change request User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ROT586-100284 | 04 Feb 2026 | Incident · excluded | Switch port fault Network · BK · Head Office | P4 | Closed | — | — | n/a |
| ROT586-100283 | 03 Feb 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 0.79 hr | 13.1 hr | Met |
| ROT586-100282 | 02 Feb 2026 | Service Request | Site offline Network · AB · Remote | P3 | Resolved | 0.83 hr | 1.5 days | Met |
| ROT586-100281 | 29 Jan 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Closed | 0.86 hr | 1.2 days | Met |
| ROT586-100280 | 28 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P2 | Closed | 4.23 hr | 1.5 days | Met |
| ROT586-100279 | 27 Jan 2026 | Service Request · excluded | Slow VPN Network · TAG · Site 2 | P4 | Closed | — | — | n/a |
| ROT586-100278 | 26 Jan 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Resolved | — | — | n/a |
| ROT586-100277 | 22 Jan 2026 | Service Request | Permission change User admin · KB · Site 2 | P1 | Resolved | 1.49 hr | 12.0 hr | Met |
| ROT586-100276 | 21 Jan 2026 | Incident | Mailbox delegation Email · ML · Head Office | P2 | Resolved | 1.02 hr | 14.1 hr | Met |
| ROT586-100275 | 19 Jan 2026 | Incident | Switch port fault Network · TAG · Remote | P3 | Resolved | 4.57 hr | 2.1 days | Met |
| ROT586-100274 | 15 Jan 2026 | Change | Printer offline Printing · SE · Head Office | P2 | Closed | 0.61 hr | 1.9 days | Met |
| ROT586-100273 | 14 Jan 2026 | Service Request | Printer offline Printing · KB · Branch | P3 | Resolved | 0.18 hr | 3.7 hr | Met |
| ROT586-100272 | 13 Jan 2026 | Service Request · excluded | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| ROT586-100271 | 12 Jan 2026 | Change · excluded | Backup job failed Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| ROT586-100270 | 09 Jan 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P4 | Closed | 0.92 hr | 2.3 days | Met |
| ROT586-100269 | 05 Jan 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Resolved | 1.31 hr | 2.2 days | Met |
| ROT586-100268 | 02 Jan 2026 | Incident | New printer driver rollout Printing · BK · Remote | P2 | Closed | 1.18 hr | 12.6 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.