SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 4 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
5 eligible records in this yearAverage first response
0.7 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
100.0%
0 call(s) over the 8-hour target
First-time fix
80.0%
Where the source records the field
Volume
Contract calls
5
9 calls logged in the period
Off contract
2
£535.5 chargeable
Open / closed
0 / 9
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
5
records
- Line of business app2
- Email1
- User admin1
- Backup1
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 5 | 0.67 hr | 100.0% | 0 | 4 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Kelly Gregory | 2 | 0.72 hr | 100% | 0 |
| Phil Jenkins | 1 | 0.59 hr | 100% | 0 |
| Daniel Blacker | 1 | 0.31 hr | 100% | 0 |
| Damian Armstrong | 1 | 1.00 hr | 100% | 0 |
0 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
None
Every contract call was answered inside the target.
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
9 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ROT997-100030 | 26 May 2026 | Incident · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| ROT997-100029 | 25 May 2026 | Incident | Database timeout Line of business app · AB · Remote | P3 | Resolved | 1.00 hr | 1.6 days | Met |
| ROT997-100028 | 06 May 2026 | Incident · excluded | Message quarantined Email · ML · Remote | P2 | Closed | — | — | n/a |
| ROT997-100027 | 30 Apr 2026 | Incident | Backup capacity review Backup · ML · Branch | P3 | Resolved | 0.31 hr | 1.3 days | Met |
| ROT997-100026 | 15 Apr 2026 | Project · excluded | Docking station not detected Hardware · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| ROT997-100025 | 17 Mar 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Branch | P4 | Resolved | — | — | n/a |
| ROT997-100024 | 06 Feb 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 1.01 hr | 8.4 hr | Met |
| ROT997-100023 | 23 Jan 2026 | Incident | Spoofed email reported Email · KB · Remote | P4 | Closed | 0.59 hr | 2.0 days | Met |
| ROT997-100022 | 19 Jan 2026 | Incident | Report not generating Line of business app · ML · Branch | P3 | Closed | 0.44 hr | 1.1 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.