SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 65 records in this selection sit outside that — quotes, projects and planned installs, plus 27 calls billed time and materials. They stay visible for volume context.
Service performance
180 eligible records in this yearAverage first response
5.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.4%
22 call(s) over the 8-hour target
First-time fix
66.1%
Where the source records the field
Volume
Contract calls
180
245 calls logged in the period
Off contract
27
£7,969.5 chargeable
Open / closed
8 / 237
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
180
records
- Hardware23
- User admin22
- Email20
- Line of business app20
- Network19
- Backup19
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 180 | 5.39 hr | 87.4% | 22 | 65 |
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 | 30 | 6.25 hr | 86% | 4 |
| Stacey Thomas | 21 | 3.33 hr | 90% | 2 |
| Chloe Dempsey | 16 | 10.71 hr | 88% | 2 |
| (Not recorded) | 16 | 3.57 hr | 87% | 2 |
| Daniel Blacker | 16 | 5.22 hr | 73% | 4 |
| Anne-Marie Cable | 14 | 2.39 hr | 100% | 0 |
| Kelly Gregory | 14 | 4.36 hr | 79% | 3 |
| Phil Jenkins | 11 | 3.20 hr | 91% | 1 |
| Barry Ebbs | 11 | 10.65 hr | 91% | 1 |
| Rachael Parkin | 11 | 8.82 hr | 80% | 2 |
| Damian Armstrong | 8 | 2.60 hr | 100% | 0 |
| Aiden Higgins | 7 | 3.70 hr | 86% | 1 |
22 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 118.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300784 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-15 09:00 | 126.49 hr | +118.5 | KB | Database timeout |
| 300683 | Barry Ebbs | Dell OptiPlex 3050 | 2026-04-09 10:55 | 99.67 hr | +91.7 | TAG | Suspicious sign-in review |
| 300599 | Karen Taylor | Apple iPhone 12 | 2026-01-14 17:19 | 47.73 hr | +39.7 | KB | Application crash on launch |
| 300818 | Karen Taylor | Aruba AP-515 | 2026-08-13 16:10 | 43.89 hr | +35.9 | ML | Printer offline |
| 300636 | Karen Taylor | HP EliteBook 840 G9 | 2026-02-23 14:20 | 38.55 hr | +30.6 | KB | Name change request |
| 300696 | Rachael Parkin | Dell OptiPlex 3050 | 2026-04-21 12:26 | 33.54 hr | +25.5 | AB | Call quality issue |
| 300606 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-01-20 16:55 | 33.08 hr | +25.1 | AB | Restore request |
| 300677 | Rachael Parkin | Dell Latitude 7420 | 2026-04-02 15:56 | 31.47 hr | +23.5 | TAG | Mailbox delegation |
| 300597 | Kelly Gregory | Dell Latitude 7420 | 2026-01-13 16:30 | 27.46 hr | +19.5 | TAG | Slow VPN |
| 300796 | Stacey Thomas | HP t640 | 2026-07-25 08:35 | 27.28 hr | +19.3 | SE | Backup job failed |
| 300713 | (Not recorded) | Samsung Galaxy A54 | 2026-05-08 09:07 | 21.09 hr | +13.1 | TAG | Name change request |
| 300631 | Phil Jenkins | HP ProDesk 400 G7 | 2026-02-18 16:31 | 16.92 hr | +8.9 | AB | Mailbox delegation |
| 300742 | Aiden Higgins | Dell Latitude E7470 | 2026-06-06 10:47 | 11.24 hr | +3.2 | AB | Name change request |
| 300787 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-07-17 13:02 | 11.13 hr | +3.1 | KB | Docking station not detected |
| 300807 | Daniel Blacker | Apple MacBook Air M2 | 2026-08-04 15:41 | 10.36 hr | +2.4 | AB | Call quality issue |
| 300694 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-04-20 12:28 | 10.22 hr | +2.2 | KB | New starter setup |
| 300711 | Daniel Blacker | IGEL UD3 | 2026-05-06 09:49 | 10.14 hr | +2.1 | ML | Licence renewal |
| 300705 | Stacey Thomas | Dell OptiPlex 7010 | 2026-05-01 09:04 | 10.13 hr | +2.1 | AB | New printer driver rollout |
| 300716 | Kelly Gregory | Dell Latitude 5440 | 2026-05-12 08:20 | 10.09 hr | +2.1 | AB | Laptop will not boot |
| 300651 | Kelly Gregory | Dell Latitude E7470 | 2026-03-06 09:52 | 9.95 hr | +1.9 | BK | Retention change |
| 300703 | Karen Taylor | Dell Wyse 5070 | 2026-04-29 08:30 | 9.27 hr | +1.3 | BK | Distribution list change |
| 300590 | (Not recorded) | HP EliteBook 840 G9 | 2026-01-06 10:27 | 8.98 hr | +1.0 | AB | Spoofed email reported |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 7 | 09 Jan 2026 – 12 Aug 2026 |
| Rachael Parkin | Email / Microsoft 365 | 7 | 13 Jan 2026 – 11 Aug 2026 |
| Karen Taylor | User administration | 6 | 22 Jan 2026 – 21 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 5 | 14 Jan 2026 – 06 Aug 2026 |
| Karen Taylor | Line of business app | 5 | 14 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 5 | 20 Jan 2026 – 06 Aug 2026 |
| Chloe Dempsey | Line of business app | 5 | 04 Mar 2026 – 15 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 06 Jan 2026 – 21 Apr 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Email / Microsoft 365 | 6 | 02 Jan 2026 – 04 Jun 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 02 Feb 2026 – 05 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 4 | 23 Feb 2026 – 06 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 05 Jan 2026 – 18 May 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 3 | 06 Jan 2026 – 29 Jun 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 3 | 09 Jan 2026 – 20 May 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 3 | 13 Jan 2026 – 11 Apr 2026 |
| Dell Latitude E7470 | User administration | 3 | 19 Jan 2026 – 09 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
245 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ROT777-100767 | 25 Aug 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 1.31 hr | 15.0 hr | Met |
| ROT777-100766 | 23 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 1.71 hr | 2.4 days | Met |
| ROT777-100765 | 23 Aug 2026 | Quote · excluded | Backup job failed Backup · AB · Head Office | P2 | In Progress | — | — | n/a |
| ROT777-100764 | 21 Aug 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P3 | Closed | 0.58 hr | 2.4 days | Met |
| ROT777-100763 | 21 Aug 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 0.39 hr | 1.4 days | Met |
| ROT777-100762 | 19 Aug 2026 | Service Request · excluded | Site offline Network · AB · Branch | P1 | Resolved | — | — | n/a |
| ROT777-100761 | 19 Aug 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 0.30 hr | 2.1 hr | Met |
| ROT777-100760 | 18 Aug 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 1.78 hr | 8.4 hr | Met |
| ROT777-100759 | 18 Aug 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 0.22 hr | 21.3 hr | Met |
| ROT777-100758 | 13 Aug 2026 | Incident | Switch port fault Network · BK · Branch | P1 | Resolved | 1.07 hr | 3.3 hr | Met |
| ROT777-100757 | 13 Aug 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Resolved | 43.89 hr | 2.5 days | Missed |
| ROT777-100756 | 12 Aug 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P3 | Closed | 0.26 hr | 2.5 hr | Met |
| ROT777-100755 | 12 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Remote | P3 | Closed | 4.44 hr | 2.1 days | Met |
| ROT777-100754 | 11 Aug 2026 | Incident | Screen flickering Hardware · TAG · Remote | P3 | Closed | — | — | n/a |
| ROT777-100753 | 11 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Branch | P4 | Closed | 5.96 hr | 3.0 hr | Met |
| ROT777-100752 | 10 Aug 2026 | Project · excluded | Call quality issue Telephony · KB · Head Office | P4 | In Progress | — | — | n/a |
| ROT777-100751 | 07 Aug 2026 | Incident · excluded | Backup job failed Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| ROT777-100750 | 06 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Closed | 0.57 hr | 1.5 days | Met |
| ROT777-100749 | 06 Aug 2026 | Service Request | Distribution list change Email · SE · Remote | P2 | Resolved | 1.39 hr | 0.5 hr | Met |
| ROT777-100748 | 05 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Resolved | 5.92 hr | 9.9 hr | Met |
| ROT777-100747 | 05 Aug 2026 | Project · excluded | Docking station not detected Hardware · AB · Branch | P4 | Open | — | — | n/a |
| ROT777-100746 | 04 Aug 2026 | Incident | Call quality issue Telephony · AB · Branch | P2 | Resolved | 10.36 hr | 16.2 hr | Missed |
| ROT777-100745 | 04 Aug 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| ROT777-100744 | 03 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Resolved | 0.40 hr | 9.5 hr | Met |
| ROT777-100743 | 03 Aug 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 1.37 hr | 13.4 hr | Met |
| ROT777-100742 | 31 Jul 2026 | Project · excluded | Switch port fault Network · ML · Branch | P4 | Closed | — | — | n/a |
| ROT777-100741 | 31 Jul 2026 | Incident | Scan to email failing Printing · KB · Branch | P1 | Closed | 1.14 hr | 10.3 hr | Met |
| ROT777-100740 | 29 Jul 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Resolved | 5.37 hr | 2.4 days | Met |
| ROT777-100739 | 29 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| ROT777-100738 | 28 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| ROT777-100737 | 27 Jul 2026 | Project · excluded | Backup job failed Backup · TAG · Head Office | P3 | Open | — | — | n/a |
| ROT777-100736 | 25 Jul 2026 | Incident | Slow VPN Network · BK · Remote | P3 | Closed | 5.72 hr | 16.9 hr | Met |
| ROT777-100735 | 25 Jul 2026 | Incident | Backup job failed Backup · SE · Head Office | P2 | Closed | 27.28 hr | 23.4 hr | Missed |
| ROT777-100734 | 24 Jul 2026 | Quote · excluded | Switch port fault Network · KB · Head Office | P3 | In Progress | — | — | n/a |
| ROT777-100733 | 23 Jul 2026 | Service Request | Handset registration Telephony · BK · Site 2 | P3 | Resolved | 1.34 hr | 1.8 days | Met |
| ROT777-100732 | 23 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| ROT777-100731 | 22 Jul 2026 | Planned Install · excluded | Spoofed email reported Email · SE · Remote | P4 | In Progress | — | — | n/a |
| ROT777-100730 | 22 Jul 2026 | Change | Database timeout Line of business app · KB · Branch | P4 | Closed | 1.00 hr | 18.3 hr | Met |
| ROT777-100729 | 21 Jul 2026 | Quote · excluded | Retention change Backup · SE · Remote | P1 | In Progress | — | — | n/a |
| ROT777-100728 | 20 Jul 2026 | Service Request | Restore request Backup · ML · Head Office | P3 | Closed | 0.55 hr | 22.7 hr | Met |
| ROT777-100727 | 20 Jul 2026 | Incident | Name change request User admin · AB · Head Office | P4 | Closed | 0.75 hr | 1.6 days | Met |
| ROT777-100726 | 17 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P3 | Resolved | 11.13 hr | 13.9 hr | Missed |
| ROT777-100725 | 16 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Closed | 0.54 hr | 2.7 hr | Met |
| ROT777-100724 | 16 Jul 2026 | Planned Install · excluded | New starter setup User admin · ML · Head Office | P2 | Open | — | — | n/a |
| ROT777-100723 | 15 Jul 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P2 | Closed | 126.49 hr | 1.5 days | Missed |
| ROT777-100722 | 15 Jul 2026 | Incident | Scan to email failing Printing · AB · Head Office | P4 | Closed | 0.73 hr | 2.4 days | Met |
| ROT777-100721 | 14 Jul 2026 | Incident | New starter setup User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| ROT777-100720 | 13 Jul 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| ROT777-100719 | 13 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ROT777-100718 | 10 Jul 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P2 | Closed | 7.29 hr | 1.5 days | Met |
| ROT777-100717 | 10 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Resolved | — | — | n/a |
| ROT777-100716 | 09 Jul 2026 | Quote · excluded | Database timeout Line of business app · SE · Branch | P3 | Resolved | — | — | n/a |
| ROT777-100715 | 09 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P2 | Closed | 5.57 hr | 13.5 hr | Met |
| ROT777-100714 | 08 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | — | — | n/a |
| ROT777-100713 | 08 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| ROT777-100712 | 07 Jul 2026 | Incident | Call quality issue Telephony · TAG · Remote | P4 | Closed | 0.93 hr | 18.7 hr | Met |
| ROT777-100711 | 07 Jul 2026 | Change | Name change request User admin · KB · Head Office | P3 | Closed | 1.27 hr | 7.7 hr | Met |
| ROT777-100710 | 03 Jul 2026 | Service Request | Backup job failed Backup · SE · Branch | P4 | Resolved | 0.36 hr | 7.1 hr | Met |
| ROT777-100709 | 02 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 1.09 hr | 1.7 days | Met |
| ROT777-100708 | 02 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P2 | Resolved | 1.07 hr | 1.1 days | Met |
| ROT777-100707 | 01 Jul 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Resolved | 0.27 hr | 1.5 days | Met |
| ROT777-100706 | 01 Jul 2026 | Change | Report not generating Line of business app · BK · Remote | P3 | Closed | 0.76 hr | 12.1 hr | Met |
| ROT777-100705 | 29 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Remote | P2 | Closed | — | — | n/a |
| ROT777-100704 | 26 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| ROT777-100703 | 25 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Site 2 | P2 | Resolved | 1.49 hr | 1.2 days | Met |
| ROT777-100702 | 24 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 4.60 hr | 2.1 days | Met |
| ROT777-100701 | 23 Jun 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 1.66 hr | 1.5 days | Met |
| ROT777-100700 | 23 Jun 2026 | Service Request · excluded | MFA reset Security · SE · Head Office | P2 | Resolved | — | — | n/a |
| ROT777-100699 | 22 Jun 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 0.69 hr | 9.2 hr | Met |
| ROT777-100698 | 19 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 0.78 hr | 19.7 hr | Met |
| ROT777-100697 | 18 Jun 2026 | Incident | Leaver process User admin · AB · Remote | P3 | Closed | 1.37 hr | 1.5 days | Met |
| ROT777-100696 | 18 Jun 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | — | — | n/a |
| ROT777-100695 | 17 Jun 2026 | Incident | Toner replacement Printing · AB · Branch | P1 | Resolved | 0.36 hr | 9.2 hr | Met |
| ROT777-100694 | 16 Jun 2026 | Incident | Site offline Network · SE · Head Office | P4 | Resolved | 1.22 hr | 3.7 hr | Met |
| ROT777-100693 | 16 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Resolved | 1.32 hr | 13.9 hr | Met |
| ROT777-100692 | 15 Jun 2026 | Incident | Database timeout Line of business app · ML · Remote | P4 | Closed | 1.42 hr | 1.1 days | Met |
| ROT777-100691 | 15 Jun 2026 | Incident · excluded | Distribution list change Email · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| ROT777-100690 | 12 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 0.44 hr | 6.9 hr | Met |
| ROT777-100689 | 12 Jun 2026 | Service Request | New extension setup Telephony · BK · Head Office | P2 | Closed | 1.04 hr | 17.0 hr | Met |
| ROT777-100688 | 12 Jun 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Branch | P4 | Closed | 1.44 hr | 1.5 days | Met |
| ROT777-100687 | 11 Jun 2026 | Change | Licence renewal Line of business app · ML · Remote | P3 | Closed | 0.45 hr | 1.6 days | Met |
| ROT777-100686 | 10 Jun 2026 | Service Request | Replacement keyboard Hardware · TAG · Remote | P2 | Closed | 1.38 hr | 1.6 days | Met |
| ROT777-100685 | 09 Jun 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 1.24 hr | 2.2 days | Met |
| ROT777-100684 | 09 Jun 2026 | Service Request · excluded | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| ROT777-100683 | 08 Jun 2026 | Quote · excluded | Retention change Backup · SE · Remote | P4 | Resolved | — | — | n/a |
| ROT777-100682 | 06 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| ROT777-100681 | 06 Jun 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Closed | 11.24 hr | 2.2 days | Missed |
| ROT777-100680 | 06 Jun 2026 | Service Request | Retention change Backup · SE · Head Office | P4 | Resolved | 0.86 hr | 1.1 days | Met |
| ROT777-100679 | 05 Jun 2026 | Incident | Phishing report triage Security · ML · Branch | P3 | Closed | 1.04 hr | 3.3 hr | Met |
| ROT777-100678 | 05 Jun 2026 | Incident | New starter setup User admin · AB · Head Office | P2 | Resolved | 0.89 hr | 1.9 days | Met |
| ROT777-100677 | 04 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P1 | Closed | 0.52 hr | 5.0 hr | Met |
| ROT777-100676 | 03 Jun 2026 | Change | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | 0.73 hr | 2.0 days | Met |
| ROT777-100675 | 03 Jun 2026 | Change | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | 5.23 hr | 2.5 days | Met |
| ROT777-100674 | 02 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Branch | P2 | Closed | 1.33 hr | 20.5 hr | Met |
| ROT777-100673 | 02 Jun 2026 | Service Request | New starter setup User admin · ML · Remote | P2 | Closed | 2.52 hr | 1.8 days | Met |
| ROT777-100672 | 01 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 1.04 hr | 18.9 hr | Met |
| ROT777-100671 | 01 Jun 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.86 hr | 1.2 days | Met |
| ROT777-100670 | 28 May 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 2.40 hr | 2.0 days | Met |
| ROT777-100669 | 28 May 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Resolved | 3.90 hr | 2.2 days | Met |
| ROT777-100668 | 27 May 2026 | Service Request | Phishing report triage Security · SE · Remote | P4 | Closed | 0.72 hr | 1.9 days | Met |
| ROT777-100667 | 26 May 2026 | Service Request · excluded | Voicemail not delivering Telephony · AB · Head Office | P1 | Closed | — | — | n/a |
| ROT777-100666 | 24 May 2026 | Change | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 4.38 hr | 1.7 days | Met |
| ROT777-100665 | 22 May 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P2 | Resolved | 1.44 hr | 1.6 days | Met |
| ROT777-100664 | 21 May 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 2.18 hr | 2.0 days | Met |
| ROT777-100663 | 20 May 2026 | Project · excluded | Leaver process User admin · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ROT777-100662 | 20 May 2026 | Service Request | Slow VPN Network · BK · Head Office | P3 | Closed | 4.07 hr | 2.4 hr | Met |
| ROT777-100661 | 18 May 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | 2.21 hr | 2.4 days | Met |
| ROT777-100660 | 18 May 2026 | Planned Install · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| ROT777-100659 | 15 May 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 0.70 hr | 1.2 days | Met |
| ROT777-100658 | 15 May 2026 | Service Request | Suspicious sign-in review Security · SE · Remote | P3 | Closed | 3.86 hr | 1.2 days | Met |
| ROT777-100657 | 14 May 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P4 | Resolved | 0.68 hr | 1.4 days | Met |
| ROT777-100656 | 13 May 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P2 | Closed | 0.29 hr | 11.4 hr | Met |
| ROT777-100655 | 12 May 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P3 | Resolved | 10.09 hr | 21.8 hr | Missed |
| ROT777-100654 | 12 May 2026 | Change | Site offline Network · AB · Head Office | P3 | Resolved | 1.65 hr | 2.0 days | Met |
| ROT777-100653 | 11 May 2026 | Service Request | Distribution list change Email · KB · Remote | P4 | Closed | 1.30 hr | 1.3 days | Met |
| ROT777-100652 | 08 May 2026 | Incident | Name change request User admin · TAG · Head Office | P2 | Closed | 21.09 hr | 1.3 days | Missed |
| ROT777-100651 | 07 May 2026 | Service Request · excluded | Slow VPN Network · KB · Branch | P4 | Closed | — | — | n/a |
| ROT777-100650 | 06 May 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 10.14 hr | 20.8 hr | Missed |
| ROT777-100649 | 06 May 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Remote | P2 | Resolved | — | — | n/a |
| ROT777-100648 | 05 May 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P2 | Closed | 3.39 hr | 1.2 days | Met |
| ROT777-100647 | 05 May 2026 | Change | New printer driver rollout Printing · BK · Head Office | P1 | Resolved | 0.90 hr | 4.1 hr | Met |
| ROT777-100646 | 04 May 2026 | Incident · excluded | Phishing report triage Security · BK · Branch | P3 | Closed | — | — | n/a |
| ROT777-100645 | 04 May 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 3.86 hr | 4.3 hr | Met |
| ROT777-100644 | 01 May 2026 | Incident | New printer driver rollout Printing · AB · Remote | P3 | Closed | 10.13 hr | 2.4 days | Missed |
| ROT777-100643 | 30 Apr 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 1.99 hr | 13.7 hr | Met |
| ROT777-100642 | 29 Apr 2026 | Service Request | Distribution list change Email · BK · Head Office | P2 | Resolved | 9.27 hr | 2.1 days | Missed |
| ROT777-100641 | 29 Apr 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 3.10 hr | 1.5 days | Met |
| ROT777-100640 | 28 Apr 2026 | Incident · excluded | Slow VPN Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| ROT777-100639 | 27 Apr 2026 | Service Request · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | — | — | n/a |
| ROT777-100638 | 27 Apr 2026 | Service Request | Replacement keyboard Hardware · SE · Remote | P2 | Resolved | 0.25 hr | 5.3 hr | Met |
| ROT777-100637 | 24 Apr 2026 | Service Request · excluded | Printer offline Printing · BK · Remote | P1 | Closed | — | — | n/a |
| ROT777-100636 | 23 Apr 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 4.52 hr | 11.2 hr | Met |
| ROT777-100635 | 21 Apr 2026 | Incident | Call quality issue Telephony · AB · Head Office | P4 | Resolved | 33.54 hr | 1.2 hr | Missed |
| ROT777-100634 | 21 Apr 2026 | Incident | Distribution list change Email · BK · Branch | P4 | Resolved | 3.14 hr | 1.4 days | Met |
| ROT777-100633 | 20 Apr 2026 | Incident | New starter setup User admin · KB · Remote | P3 | Closed | 10.22 hr | 2.3 days | Missed |
| ROT777-100632 | 17 Apr 2026 | Project · excluded | New printer driver rollout Printing · ML · Branch | P2 | Resolved | — | — | n/a |
| ROT777-100631 | 16 Apr 2026 | Incident | Voicemail not delivering Telephony · BK · Remote | P3 | Closed | 1.22 hr | 2.0 days | Met |
| ROT777-100630 | 16 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| ROT777-100629 | 15 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Closed | 1.03 hr | 2.4 days | Met |
| ROT777-100628 | 15 Apr 2026 | Incident | Phishing report triage Security · AB · Site 2 | P3 | Resolved | 5.98 hr | 1.2 days | Met |
| ROT777-100627 | 14 Apr 2026 | Quote · excluded | Printer offline Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ROT777-100626 | 13 Apr 2026 | Service Request · excluded | Scan to email failing Printing · BK · Site 2 | P3 | Closed | — | — | n/a |
| ROT777-100625 | 13 Apr 2026 | Service Request | Backup job failed Backup · ML · Remote | P3 | Resolved | 0.60 hr | 1.4 days | Met |
| ROT777-100624 | 11 Apr 2026 | Service Request | MFA reset Security · TAG · Remote | P2 | Closed | 0.36 hr | 1.8 days | Met |
| ROT777-100623 | 10 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | Closed | 1.21 hr | 1.9 days | Met |
| ROT777-100622 | 09 Apr 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P2 | Resolved | 99.67 hr | 1.9 days | Missed |
| ROT777-100621 | 09 Apr 2026 | Incident | Toner replacement Printing · AB · Head Office | P2 | Resolved | 5.56 hr | 1.1 days | Met |
| ROT777-100620 | 08 Apr 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Closed | 3.89 hr | 2.4 days | Met |
| ROT777-100619 | 07 Apr 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Closed | 0.46 hr | 14.8 hr | Met |
| ROT777-100618 | 07 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P2 | Resolved | 0.98 hr | 1.4 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.